Moved to Plusnet - previous provider not cancelled, still being charged

[#1]

I switched from NowTV to Plusnet in June. I have recently noticed that I am  being charged by both NowTV and Plusnet, so contacted Plusnet via X to ask them to rectify the situation and sort out a refund. The response from Plusnet was basically, we've filled in the correct form and sent to NowTV, so it's over to you to sort out with them..

Whilst frustrated that I now need to sort this given it's supposed to be a simple process all done by the new provider, I have just called NowTV. After 15 minutes selecting options and explaining the situation, they have said they haven't received any notification from Plusnet and I need to speak to cancellations (when they open later I need to call back and start again.....) So I called again and cancelled wef tomorrow.. As they will have no record of my switching in mid June, they won't consider any refund, so as it stands, I'm around £150 out of pocket here.

I find this completely unacceptable and want Plusnet to step up and sort this out, I have no idea who is at fault and I surely shouldn't need to act as go between in this situation? an somebody please advise, how I move this forward?

[#2]

@cartwheel2024  The transfer procedure is that the gaining provider places a takeover order via Openreach, it is they who inform the losing provider and they will have done exactly that.

With some exceptions i.e when one of the providers does not use the Openreach network It's not possible for two providers to be supplying broadband at the same time.

Just to double check, what product did you move from with NOW and what Plusnet product are you on ? I would guess Fibre or Full Fibre

[#3]

@MisterW . Than you for your reply. With Plusnet it is Full Fibre, I'm not sure what I was on with Now, it just says NOW Broadband?

[#4]

@cartwheel2024 so it wasn't Full Fibre(FTTP) with NOW ?

FTTP uses a completely separate connection i.e fibre option directly to the property and so is independent of the copper line.

In that case, when you ordered Full Fibre from Plusnet, there would have been a question 'Do you wish to retain your existing services' , what did you answer to that ?

[#5]

@MisterW I don't specifically recall that question on the form, but it was over 5 months ago. However, I would have answered NO, as i was also cancelling my home phone line at the same time, so I didn't wish to retain my existing services. 

My point here is that I am not technical, I don't know the difference between connection types. I thought this was the reason that switching broadband was supposed to have been made quicker and easier for the end user, who are not techies and need the provider to make it happen?

[#6]

@cartwheel2024

I don't specifically recall that question on the form, but it was over 5 months ago. However, I would have answered NO, as i was also cancelling my home phone line at the same time, so I didn't wish to retain my existing services.

that's fine. If you answered no, then your existing services should have been ceased as you expected. It's not obvious who's at fault here , Plusnet for not raising the correct order to Openreach or Now/Sky claiming they did not receive notification. However, anecdotally, Now/Sky do have 'form' in this respect.

One of my Superuser colleagues has already escalated this thread so hopefully one of the Plusnet help team will pick this up quickly and investigate what exactly has happened.

[#7]

@MisterW Thank you for your help, much appreciated. Hopefully it can be easily rectified, I'll wait to hear from one of the team.